Practice Free Salesforce Contact Center Exam Online Questions
Your design includes email auto-replies for initial case acknowledgements .
Which tool facilitates automated responses?
- A . Workflow Rules with email action steps triggered by case creation events.
- B . Process Builder sequences defining auto-reply steps and dynamic content insertion.
- C . Entitlement Email Templates configured with automatic responses based on service level agreements.
- D . Einstein Bots configured to send auto-replies and collect initial information from customers via email.
A
Explanation:
For setting up automated responses such as email auto-replies for initial case acknowledgments, Workflow Rules with email action steps triggered by case creation events are highly effective. This tool allows you to configure specific conditions under which auto-replies are sent, ensuring that every new case receives an immediate acknowledgment. This functionality is essential for maintaining timely communication with customers and enhancing their service experience. Therefore, "A. Workflow Rules with email action steps triggered by case creation events" is the most suitable tool for automating email responses in this context.
Reference: Salesforce Workflow and Approvals
Your data includes duplicate records across legacy systems .
Which tool helps prevent duplicate creation in Salesforce?
- A . Matching rules defining criteria for identifying and merging duplicate records.
- B . Data Import Wizard with duplicate prevention settings during bulk data importing.
- C . Workflow Rules automatically triggering deduplication logic based on specific data fields.
- D . All of the above, working together to prevent duplicate records and ensure data integrity after migration.
D
Explanation:
To prevent the creation of duplicate records in Salesforce during data migration from legacy systems, several tools and features should be employed in concert:
The customer wants to personalize customer interactions based on past interactions and preferences .
Which data model element facilitates this?
- A . Custom fields capturing customer preferences and purchase history.
- B . Case history tracking with details of previous interactions and resolutions.
- C . Segmentation rules defining customer groups based on specific criteria and behavior.
- D . All of the above, used in combination for comprehensive customer context and personalized experiences.
D
Explanation:
Personalizing customer interactions in Salesforce Contact Center involves leveraging various data elements to understand and predict customer needs effectively.
The elements include:
Custom fields: These capture specific customer preferences and historical data like purchase history.
This helps in tailoring offerings and communication specific to individual preferences.
Case history tracking: This element records details of past interactions, issues, and resolutions, providing a context-rich background that enables service agents to provide more informed and empathetic responses.
Segmentation rules: These help in categorizing customers into different groups based on their behaviors and specific criteria, which can then be used to target communications and services more effectively.
Using these elements in combination allows for a comprehensive view of the customer, enabling highly personalized experiences that are responsive to individual customer profiles, history, and preferences. More details can be found in Salesforce’s resource on creating personalized customer experiences using Salesforce Contact Center, available at Salesforce Contact Center Personalization.
Einstein Bots:
● Handles simple inquiries and FAQs, deflecting calls from agents and reducing queue wait times.
● Can handle tasks like scheduling appointments, providing basic account information, or collecting initial issue details, freeing up agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a consultant that many cases around the same topic, which is usually an outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend UMS the direct communication with customers?
- A . Broadcast Alert
- B . Broadcast Site Banner
- C . Broadcast Email
A
Explanation:
To address the need for mass communication during common issue occurrences like outages, the consultant should recommend the Broadcast Alert feature in Salesforce Incident Management. This feature allows Ursa Major Solar to send a real-time alert to all affected customers quickly and efficiently. Broadcast Alerts are useful for providing immediate updates, instructions, or solutions to customers impacted by the same issue, thus reducing the need for individual case responses and significantly saving time.
Reference: Salesforce Incident Management
The customer wants to capture customer feedback through post-interaction surveys .
Which feedback mechanism would be most beneficial?
- A . Integrate with a third-party survey platform for customization and detailed analysis.
- B . Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
- C . Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
- D . Develop custom case fields and workflows to capture and track customer feedback internally.
B
Explanation:
Salesforce Surveys provide a native and integrated way to capture customer feedback directly within Salesforce. By utilizing pre-built templates, these surveys can be automatically triggered after case closures, making it an effective method for collecting structured feedback. This feature ensures that the feedback is linked to the customer records and interactions, providing actionable insights and maintaining data consistency within Salesforce. Therefore, "B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure" is the most beneficial feedback mechanism for capturing customer opinions and improving service.
Reference: Salesforce Surveys
Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority,
Which dashboard in Service Analytics should UC use? Sidebar-By
- A . Customer
- B . Open Cases
- C . Account Profile
C
Explanation:
For Universal Containers, the "Account Profile" dashboard in Service Analytics is the most suitable choice. This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC’s reporting needs.
Reference: https://help.salesforce.com/articleView?id=bi_analytics_app_service.htm
Universal Containers (UC) has been working on a Digital Engagement implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments.
UC’s current environments are listed below.
• Production Org
• Test Sandbox
• Developer Sandbox
Which environments should have a two-way deployment connection in this scenario
- A . Test Sandbox and Developer Sandbox
- B . Developer Sandbox and Production
- C . Production Ong and Test Sandbox
C
Explanation:
For Universal Containers implementing Digital Engagement with minimal customization and focusing on change deployments, the two-way deployment connection should be between the Production Org and Test Sandbox. This setup allows for testing changes in the Test Sandbox before deploying them to Production, and vice versa, facilitating safe, iterative updates and testing without affecting the live environment directly.
Reference: Salesforce Deployment Best Practices
Your deployment involves integrating a new chat platform .
Which data migration preparation step ensures seamless continuity for ongoing chat conversations?
- A . Importing historical chat transcripts and associating them with corresponding cases or customer profiles.
- B . Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
- C . Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.
- D . All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
D
Explanation:
Ensuring seamless continuity for ongoing chat conversations during platform integration involves several critical steps. Importing historical chat transcripts maintains historical context. Configuring the new platform for automatic migration of open sessions prevents disruption during the transition. Testing data migration with sample chats verifies the integrity and accuracy of transferred data. Thus, "D. All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions" ensures a thorough and effective migration process for the new chat platform.
Reference: Salesforce Chat Integration and Migration